Remote Intake Manager - Scale High-Performing Teams

Ovation Law Firm; United States; Remote; USD 68,000 - 85,000; Full time

Benefits offered by this job

Annual salary 68k–85k USD

12 PTO days per year

Health, dental, and vision insurance

Leadership development and career 성장

Collaborative, growth-focused culture

Job summary

Ovation Law Firm seeks an experienced Intake Manager to drive the Personal Injury Intake operation, leading frontline supervisors, and optimizing performance to deliver exceptional client experiences across a fast-paced environment.

You will partner with Quality Assurance, Workforce Management, Training, HR, and senior leadership to scale operations, resolve escalations, and develop people while ensuring consistent execution and measurable results.

Qualifications

• 5+ years of leadership in high-volume intake, sales, or contact center operations.
• Proven track record managing frontline supervisors or team leaders.
• Demonstrated success managing KPIs and driving performance.

Responsibilities

• Lead and develop Intake Supervisors and frontline intake teams.
• Own performance across conversion, productivity, quality, service, attendance, adherence, and client-experience metrics.
• Set expectations and coach leaders with action planning and performance reviews.
• Review trends and implement corrective actions for performance or client experience gaps.
• Collaborate with QA, Training, and Workforce Management on staffing and improvements.
• Resolve escalations requiring management decisions.
• Ensure SOPs and scripts are followed consistently.

Skills

Leadership experience

KPIs

Coaching

Data analysis

Cross-functional collaboration

Tools

Salesforce

Five9

Job description

Ovation Law Firm seeks an experienced Intake Manager to drive the Personal Injury Intake operation, leading frontline supervisors, and optimizing performance to deliver exceptional client experiences across a fast-paced environment.

You will partner with Quality Assurance, Workforce Management, Training, HR, and senior leadership to scale operations, resolve escalations, and develop people while ensuring consistent execution and measurable results.